Workforce management

Mentor's is a head-hunting and direct search company specializing in management and sales positions.

Must have/Essential Skills:
Ø Minimum of 18 months of Call Center Experience, preferably in a supervisor role
Ø Understanding key Call Center metrics and workforce planning approaches
Ø Analytical, Attention to detail, Extremely organized
Ø Problem Solver, resistance to pressure, fair and consistent
Ø Ability to make decisions based on business needs
Ø Ability to communicate with colleagues at all levels
Ø Flexibility and ability to work independently or as a part of a team
Ø MS Applications - Outlook, Word, Excel (minimum intermediate level)
Nice to have/ Desirable:
Ø Degree
Ø Workforce Management Experience
Ø Additional language
Ø Genesys, Oracle Service Cloud and Kronos Experience

Accountabilities:
Ø Develop and manage agent schedules for all Sparkware Support Teams in conjunction with Antigua & Gibraltar manpower in line with business needs and keeping agents’ work/life balance in mind. Use of Kronos system in capacity of administrator.
Ø Track and analyze all standard workforce management metrics
Ø Proactively alert Support Management to resource issues & offer business viable solutions.
Ø Review and handle all vacation/shift requests of MSRs
Ø Create and maintain profiles and user accounts for main contact channel clients and support back-office systems (Oracle, Genesys). Use Genesys in capacity of Administrator and manage all phone line agenda (schedules, recordings, skills, call flows)
Ø Use Genesys and Oracle Service cloud reporting suite to analyze contact volumes and SLA achievements;
Ø Keep up to date daily, monthly and annual forecast files for all live contacts channels to predict forthcoming trends.
Ø Provide periodical and on-demand reports to Management along with recommendations for adjustment and actions
Ø Maintain and update the monthly Absence and Lateness report for the Support Department and meet monthly with HR to cross reference records and highlight areas of concern.
Ø Liaise with Senior Training Coordinator and schedule all support training as and when required, ensuring minimum impact on operational performance and SLA.
Ø Provide Supervisor cover as operationally required, which may occasionally include weekends & shifts.

Key Performance Indicators:
Ø Efficient schedule preparation to enable reaching operational targets
Ø Ability to prioritize tasks and work to tight deadlines and on multiple projects
Ø Accurate and timely updating of all Support related tasks and reports
Ø Successful collaboration with all departments and locations